topic Re: Fraudulent advertising in Account & Billing

Fraudulent advertising

Cb_8 — Sun, 13 Apr 2025 15:26:34 GMT

Has anyone had any issues or can someone help with explaining why sky feel they can put an offer of product renewal through the app at a price without including the annual increase but when you phone it's already all worked out and ready to add the moment you accept the offer? This surely is fraudulent advertising as I accepted an offer after the annual price increases were added to future bills and as such would assume any contract renewal offers included this also. Have even got a manager to agree on the phone that it's deceptive. Have requested a SAR and informed I'll have it in 7 days but also don't trust the manager even knew what I was speaking about. Any help with this would be appreciated.

Re: Fraudulent advertising

Mark39 — Sun, 13 Apr 2025 15:43:57 GMT

@Cb_8 wrote:

Has anyone had any issues or can someone help with explaining why sky feel they can put an offer of product renewal through the app at a price without including the annual increase but when you phone it's already all worked out and ready to add the moment you accept the offer?

Presumably because the potential for an annual increase is explained in the terms and conditions ypu agreed to.

It would be a different matter if you had specifically asked whether the renewal price included the annual increase and were told yes, when in fact it didn't.

Re: Fraudulent advertising

MightyQuinn — Sun, 13 Apr 2025 15:45:52 GMT

Hi @Cb_8 What services are you referring to?

Re: Fraudulent advertising

Cb_8 — Sun, 13 Apr 2025 15:46:51 GMT

I specifically did ask this to be told the offer would include this and it would just be an error in the app. The point is more why sky don't advertise and say your price for new contract will be "x" till this date then "y" from this date. They know the price increases if you phone then so it's quite deceptive not to share this. The team leader though did confirm that the cost show would include the increase

Re: Fraudulent advertising

Cb_8 — Sun, 13 Apr 2025 15:47:08 GMT

Sky stream

Re: Fraudulent advertising

TimmyBGood — Sun, 13 Apr 2025 15:48:42 GMT

@Cb_8

Like all companies on that kind of scale, Sky Group (a division of the Comcast Corporation) employs buildings full of lawyers to vet their activities, so while undoubtedly annoying it's extremely unlikely to be 'fraudulent'

Re: Fraudulent advertising

Daniel0210 — Sun, 13 Apr 2025 15:49:40 GMT

@Cb_8 wrote:
Have requested a SAR and informed I'll have it in 7 days but also don't trust the manager even knew what I was speaking about.

@Cb_8

These can take up to 28 days to be actioned.

Re: Fraudulent advertising

TimmyBGood — Sun, 13 Apr 2025 15:53:31 GMT

@Daniel0210 wrote:

@Cb_8 wrote:
Have requested a SAR and informed I'll have it in 7 days but also don't trust the manager even knew what I was speaking about.

@Cb_8

These can take up to 28 days to be actioned.

Specifically the ICO says

How long does the organisation have to reply to me?

Organisations normally have one month to reply to your request. If your request is unclear, an organisation may stop the clock until you explain what information you are looking for.

However, if they ask you for ID, the clock only starts when they have what they need from you.

If you’ve made a number of requests or your request is complex, the organisation may need extra time to consider it. They can take up to an extra two months to respond. If they are going to do this, they must let you know within one month of getting your request, and explain why they are taking longer.

Re: Fraudulent advertising

Mark39 — Sun, 13 Apr 2025 15:55:49 GMT

@Cb_8 if you feel you have grounds, you could raise a formal complaint. I'd suggest using the Web for option here, rather than a complaint by phone: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Fraudulent advertising

Cb_8 — Sun, 13 Apr 2025 15:56:36 GMT

Thanks I may just do that

Re: Fraudulent advertising

MightyQuinn — Sun, 13 Apr 2025 16:26:36 GMT

@Cb_8 wrote:
Sky stream

Hi @Cb_8 This is the reason I asked;

Not Subject to Ofcom Rules:

As Sky Stream and Sky Glass operate primarily through the internet, they are considered content services and are not subject to Ofcom's regulations on price